Customer Service & Operations Manager

Job Title: Customer Service & Operations Manager
Total Position: Multiple
Job Type Permanent
Job Location: All Clusters
Minimum Education: Bachelors/MBA or Master┬┐s Degree.
Minimum Experience: • For Alpha and Bravo Branch must have four or more years experience.
•  For Charlie and Delta Branch must have three or more years experience.
•  Good product knowledge.
•  Must have strong written, communication and interpersonal skills and have an understanding of overall banking operations.
•  Outstanding customer service and staff management skills. Goal oriented and result driven.
• Must have worked in multiple functions in branch operations such as UT/CT/CSR.
Key Responsibilities:
• Achieve optimal score,on the branch Score Card.
• Management of Service Delivery:

ৄ  Identify & address customers┬┐ immediate need & always ensure positive customer experience.
ৄ  Ensure customers are being served within stipulated standards.
ৄ  Assist customers in resolving queries & complaints and provide feedback.
ৄ  Monitoring, resolution of issues and service delivery across internal business partners (CPU & lines of business.
ৄ  Ensure customer services to gain loyalty and actively participate for retention of deposits along with the branch manager.
•  Leading, coaching & supervising staff to deliver excellent service and maintain optimal branch score on the CS score card.
•  Perform/lead assigned staff in conducting financial and non-financial transactions.
•  Implement an effective control environment in their branch.
•  Ensure branch profitability, effective budget monitoring, expense control and approval.
•  Cash vault, security stationery and ATM machine custodian.
•  Responsible for maintenance of branch outlook and ambience. Ensure proper maintenance of branch furniture and fixtures and IT equipment.
•  Act as a branch security officer, conduct security drills and train staff to remain vigilant and alert.